How Reliance Jio Fiber Amplified Support using WhatsApp
Telcom & IPS
Jio Fiber is a fiber-to-home internet broadband service by the world’s third-largest telecom provider, Reliance Jio Infocomm Ltd (popularly known as Jio), is a subsidiary of Reliance Industries Limited (“RIL”), a $150 billion conglomerate and one of India’s most valuable enterprises.
In April 2020, Facebook acquired 9.99% shareholding in the company for an investment of $5.7 billion, and Google invested $4.5 billion, along with several investments from other companies making Jio one of the highest valued telco-to-internet companies globally.
The primary objectives of deploying Jio Fiber WhatsApp IVA were:
Provide seamless support to JioFiber’s existing and potential customers
Enhance customer experience by providing faster resolution to routine queries
Free up customer service agents to focus on addressing more complex queries
Deflect 70% of top call driving queries on chat to enable a seamless experience & reduce cost
Haptik deployed an Intelligent Virtual Assistant for JioFiber on WhatsApp which helped with:
Creating a new channel to handle customer support with great expandability.
Automated repetitive queries on users’ most preferred communication channel.
Provided faster turnaround in query resolution resulting in improved customer service.
Reduced dependency on call centers and diminished costs